UK Visas and Immigration: Telephone Services

Home Office written question – answered on 25th April 2022.

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Photo of Nick Brown Nick Brown Chair, Finance Committee (Commons), Chair, Finance Committee (Commons)

To ask the Secretary of State for the Home Department, how many staff are assigned to the UKVI MP Account Manager Team hotline.

Photo of Nick Brown Nick Brown Chair, Finance Committee (Commons), Chair, Finance Committee (Commons)

To ask the Secretary of State for the Home Department, what the average waiting time is for an answer on the UKVI MP Account Manager Team hotline.

Photo of Kevin Foster Kevin Foster The Parliamentary Under-Secretary of State for the Home Department

Since the beginning of the Ukraine crisis there has been a significant increase in calls to the MP Enquiry Line leading to lengthy wait times for which we apologise.

Normal staffing levels for the MPs Enquiry Line is a maximum of 6 agents available at peak times and this was increased to 16 on Monday 4th April.

We are now seeing a reduction in waiting times and we anticipate call wait times volumes will drop significantly from next week.

To ease pressure on the lines during this period we have requested MPs Offices only use the line for Ukraine queries or non-Ukraine compassionate/urgent cases.

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